At Hatch, most of our products are made to order and customised. For these items, the statutory 14-day cooling-off period does not apply, and we cannot accept returns or cancellations once your order has been confirmed, except where required by law.
For non-custom, generic items purchased from us, you have the right to cancel your order within 14 days of receiving it without giving any reason. If you wish to cancel, you must notify us within this time. You then have 14 days to return the goods to us in their original condition. A refund will be processed within 14 days of us receiving the returned items.
Regardless of whether your product is custom or generic, you are entitled to a refund or replacement if the item is:
- Faulty or defective
- Not as described
- Unfit for its intended purpose
If you believe there is an issue with your order, please contact us at info@hatch-designs.co.uk within 14 days of receiving your item. We may ask for photographs or further details to assess your claim.
Where a refund is approved, it will be processed back to your original payment method.
This policy does not affect your statutory rights under UK consumer law.
Last updated: 5th September 2025
